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3 Messages

Monday, November 20th, 2023 7:15 PM

Closed

Slower speeds after Xfinity modem/router upgrade

My last Xfinity modem started causing error messages in my antivirus saying that Xfinity's certificates were expired. When I talked to an Xfinity representative regarding this, they said I needed a new modem. I thought this was strange, but I complied. I was charged for the replacement modem as a new setup, was sent a new modem and a flex device (which isn't part of my plan), and am now getting 900mbps/1mbps upload vs the 1350mbps download/120mbps upload+ I used to get, and that I pay for, even when I'm the only one using the internet. I'm connected via Ethernet, using the same cable as before. The only thing that has changed is the modem, and the coax cable used (I'm using the new one). Using the Xfinity app, I can see the modem is receiving around 1400mbps speeds from Xfinity, but my devices aren't receiving it.

Accepted Solution

3 Messages

8 months ago

Xfinity support has informed me that only port 4 (marked with a thin red line) on the modem supports speeds of over a gigabit. If you have the 1.2 Gbps plan and you're not getting the full speed, make sure your ethernet cable is cat 6a or better, and connect it to port 4 on the modem.

I wish I was told this instead of being advised to replace my cable and my ethernet card by the technician who came to my home.

2 Messages

8 months ago

Same issue here.  App implies that I am getting 119% of my 1.2gb speed.  But speedtest.net on my ethernet wired PC direct from the modem says its getting no more that 450 mb/s.  Don't know what to believe!

Official Employee

 • 

1.3K Messages

@user_dr5eym Thank you for reaching out via our Xfinity Forums.  We would be happy to review your account and connection with you. When you have a change please send us a direct message with your full name and address to get started. 

To send a "Direct Message" message:

Click "Sign In" if necessary

Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)

Click the "New message" (pencil and paper) icon

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

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3 Messages

Make sure you're using a cat 6a or better ethernet cable, and connect to port 4 (marked with a red line) on your modem.

Official Employee

 • 

1.1K Messages

8 months ago

Hey @Melissande, thanks for reaching out to Xfinty Support on our forums. Expired certificates are at a website level and is not an issue with your service or equipment. Since the old modem was working, we can just switch back to it. We can also troubleshoot the new one if it is a better model. When you get a chance, could you send us a direct message so we can help get your internet working again?

To send a direct message:

Click "Sign In" if necessary

• Click the "Direct messaging" icon near the top right of the page

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window

• Press Enter to send it

 

 

 

1 Message

8 months ago

I have a fairly new Xfinity modem and I can't help but feel they purposely throttle the speeds. Every few days my internet gets really slow and streaming becomes a burden. Once I use the automated troubleshooter, the download speeds instantly increase 400-500% without any explanation of an issue or error. This has become nearly a weekly occurrence and I can't help but feel they are effectively cheating customers with their new modems by throttling speeds without informing the customer. Anyone else see something similar?

Official Employee

 • 

1.9K Messages

Hey there, @user_h6dt6t thanks for reaching out through Xfinity Forums regarding your speed issues. We do not throttle internet speeds. If you are having internet speed issues, we would be happy to help you with troubleshooting your account and those speeds. Have you tried any troubleshooting steps already? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 Message

I notice about the time a contract renewal comes up,  suddenly I get speed issues.  So don't tell me "we don't throttle"   Your AI darned well does.  And then its an hour to get through the AI answering machine to get to a human and even then I had to search online for a phone number.   

Sent a note to the head Customer no Service guy about the overuse of AI and got a reply from AI system.  Really does stink.  We all pay you good money and you work very hard to be sure you aren't bothered by us.  

Official Employee

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1.1K Messages

Hey user_5wn98t, thank you for reaching out to Xfinity Support on our forums. There isn't a system set up to throttle as it isn't a company practice. If you are experiencing speed related issue we are here to help. When you get a chance, can you send us a direct message so we can help?

To send a direct message:

Click "Sign In" if necessary

• Click the "Direct messaging" icon near the top right of the page

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window

• Press Enter to send it

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 Message

3 months ago

My wifi speed is not stable. Its going 400 mbps to 0mbps many times in day.for just second.

Official Employee

 • 

813 Messages

Hello user_0c1tnc thanks so much for taking the time to join our conversation here via Xfinity Community Forums. You've mentioned that the internet service fluctuates quite a bit - when it does, is the modem disconnecting from your devices? Is this affecting every device in the home or only specific ones?  We do have some great troubleshooting guides put together by our Community Experts that should help resolve this. 

 

 

 

ANSWERED: Tips for troubleshooting your Xfinity Internet connection

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
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